Qualtrics announced two new AI-powered features aimed at reducing agent workload amid a labor shortage in the industry: Real-Time Agent Assist and Automated Call Summaries.
The new release against a backdrop where only 54 percent of agents believe their leadership invests in their team, according to Qualtrics research.
Add to that the industry-wide trend of cost reductions as consumers tighten their wallets, and Qualtrics’s launch makes perfect sense in the current economic climate.
As Brad Anderson, President of Products and Engineering at Qualtrics, said:
“For many companies, addressing feedback after a customer has had a poor experience is not enough to salvage the relationship. Organizations need to guide and orchestrate experiences in real time and that starts on the front line.”
Qualtrics’ Real-Time Agent Assist assists agents during live calls, leveraging AI and natural language processing to develop real-time recommendations on what to do or say next. Qualtrics also said its machine learning capabilities can recognize customer sentiment and the reasons for their call.
The solution then groups that data together with the customer’s historical profile, and millions of data points that customers have had with the brand across all channels.
Real-Time Agent Assist can also suggest personalized experiences and offers, and relevant knowledge base articles.
In addition, it may deliver reminders to the agent if they are going off-script or out of compliance, whether they should be nicer to the customer, or offer a discount.